Complaint Resolution Lead

2 months ago

Sydney, Australia Montu Full time

**Company Description**
Montu is one of Australia's leading health tech businesses and a leader in alternative health services. With operations in Australia and Europe, we take a technology-first approach to reshaping the landscape for suppliers, practitioners, pharmacies and patients.

Montu operates a fully integrated, end-to-end ecosystem of healthcare companies that touches every part of the alternative health experience, from patient care through to pharmacy dispensing, clinical education, product development, wholesale distribution and more. Our brands include Alternaleaf, UMeds, Leafio and Saged.

Awarded Linkedin Top Startup 2024, & recognised by the Deloitte Fast Tech 50 as the fastest growing tech company in Australia for two years running - with revenue growth of over 26,000% and 9,000% - Montu is now the largest business of its kind outside North America.

This role leads a dedicated team of escalation/complaint case specialists, accountable for delivering a high-performance, patient-centred complaints resolution. It works closely with cross-functional teams to manage and resolve cases, ensuring compliance with regulatory standards and policies. Key responsibilities include analysing complaint trends to identify systemic improvements, coaching team members to meet and exceed performance metrics, and implementing best practices that enhance the overall patient experience.

**Key Responsibilities**

**People Leadership**
- Build and lead a high-performing team by providing clear leadership, direction and support to employees, ensuring they have a clear understanding of their roles and responsibilities.
- Ensure compliance with company policies and processes, taking timely and fair action in instances of unsatisfactory performance or conduct.
- Support and promote a working environment and services that are inclusive, accessible and celebrate diversity.
- Set team OKRs and KPIs in relation to patient/customer satisfaction, NPS, and monitor metrics to identify areas for improvement and optimisation.

**Complaint Case Management & Reporting**
- Act as a hands-on leader in the complaint resolution process, working closely with the team to ensure patient concerns are managed in an efficient, effective, and empathetic manner.
- Develop and oversee a robust system for tracking and reporting complaint trends and root cause analysis to drive continuous improvement.
- Create and deliver regular operational reports on case management metrics, team performance, and emerging complaint trends, using data to inform decision-making and optimise team and service performance.

**Community Guidelines Investigation**
- Oversee and support the investigation of breaches of community guidelines, determining when patient behaviour warrants potential service denial, and ensuring actions are documented and compliant with internal policies and external regulations.
- Ensure that all guideline breaches are handled consistently, fairly, and in alignment with organisational standards.

**Collaboration & Resolution Framework**
- Establish routines with cross-functional teams to support proactive problem-solving, innovative solutions, and efficient resolution of patient concerns.
- Build and continuously refine frameworks for handling patient complaints, ensuring these frameworks are responsive to emerging trends, patient feedback, and regulatory requirements.
- Act as the escalation point for extreme or complex calls, providing hands-on support and leadership to the team to resolve challenging situations.

**Qualifications**
- Minimum 3-5 years of experience in a complaints resolution, customer service, or case management role, with at least 2 years in a leadership position.
- Familiarity with healthcare, pharmaceuticals, or a regulated service environment is highly preferred.
- Proficiency in complaint management and reporting software, Microsoft Office Suite, Zendesk and data analysis tools.
- Bachelor’s degree in business, healthcare management, communications, or a related field (or equivalent experience).
- Proven experience leading and developing a team, with a focus on performance management, coaching, and fostering an inclusive and high-performing work environment.
- Excellent interpersonal skills with a focus on compassionate communication, especially when dealing with sensitive complaints or difficult situations.
- Strong analytical and problem-solving skills, with the ability to identify root causes, assess trends, and implement strategic improvements.

**Additional Information**
You’ll be joining a highly motivated, agile team where your ideas and work will directly influence the direction and progress of an expanding global company in a hyper-growth phase.

We pride ourselves on our collaborative and driven culture and offer opportunities for advancement to high achievers. Other benefits include:

- Gaining access to SAGED courses and more through the Greenhouse learning platform, fostering continuous growth an

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